I live in an apartment in ND and called in on a Sunday to report an issue with no connectivity at my location. The person I spoke with was nice and informed me that Tuesday, between 12:30~4:30, was the earliest someone could come out to my apartment. Ok. No problem.
Tuesday rolls around and I get home around 12:00pm. I get an email from the property manager that the internet issue was apartment wide and that someone had come out to fix it and all should be working, if not, we should call them to get additional support. I call in to explain that my internet was still down and wanted to comfirm that someone was still coming between 12:30~4:30. "Yes, someone will be there between now and no later than 4:30pm.
5:00pm and I decide to call and inquire about the technician. I was told by the manager that another ticket had opened up at 2:00pm regarding a flooding in the area that needed to be fixed and all previous tickets for the apartment had been placed on hold until the other issue had been resolved.
Now, I would have been understanding if someone had called to inform me of the situation between 2~3, but the manager could only reply that there were too many tickets...implying they didn't want to call all the waiting customers to update them on the delay.
Very poor customer service, bad management response, and lack of sympathy when I complained about waiting hours for someone who never showed up. I wasted 4 1/2 hours when I had other things I could have been doing and I get a "sorry".
Whatever changed at the end of 2016 has not worked for this company. Check out their stock and you'll see what I mean. If it's new management, no offense, it may be time for another change.
The only reason I gave 2 stars instead of 1 is because the people taking the initial call are nice and polite, but processes are obviously lacking for management when unexpected situations occur. read more